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CHAPTER - 1
customer and start focusing on the bottom line and quarterly results. They look for ways to
cut costs or increase revenues, often at the expense of the customer.
They forget that satisfying customer needs and continuous value innovation is the only path
to sustainable growth. This creates opportunities for new, smaller companies to emulate and
improve upon what made their bigger competitors successful in the first place and steal their
customers. Customer expectations are continuously increasing. Brand loyalty is a thing of the
past. Customers seek out products and producers that are best able to satisfy their
requirements. A product does not need to be rated highest by customers on all dimensions,
only on those they think are important. To execute a successful client satisfaction survey,
build one that oner customers have the time and inclination to respond to, and that delves into
the types of information that will truly help enhance oner performance. By carefully
constructing a brief, yet strong, survey,
The theory of reasoned action represents a comprehensive integration of the attitude
components that ultimately are the building blocks of preference. The model is designed to
provide a better understanding of how consumer preference is formed and, correspondingly,
to provide the means to accurately predict consumer preference behavior.
Figure one
provides an overview of Customer satisfaction formation from the theory of reasoned action
point of view.
In Service Segment DAINIK BHASKAR is better than other consultants. Most preferred
service is Dainik Bhaskar. Promotional offers are the main source of attraction. Most of the
respondents prefer Local products in market. Price is the main criteria for Services. Most of
the people prefer a particular service due to its service delivery.
CHAPTER - 2
Objective of Study
Methodology
The Research will be Exploratory Research. In the present Research I will collect data
through Survey of respondents.
Research Design
According to Aaker, Kumar & Day (2001) descriptive research covers a large proportion of
marketing research. This being a quantitative research which is to decide of how one variable
affects another variable, there are three basic types of research design that is exploratory,
casual and descriptive research design. A descriptive research design is the one that describes
something such as demographic characteristics of consumers who uses a product or a service.
The descriptive study is typically concerned with determining frequency with which
something occurs or how two variables vary. Aaker and George (2000), a descriptive study
establishes only associations between variables. The purpose is to provide an accurate
snapshot of some aspect of the market environment.
There are three types of research designs, namely:
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(a)
Exploratory
(b)
Descriptive,
(c)
Causative
Exploratory Research:
According to Rajan Saxena, Exploratory research is conducted when the researcher does not
know how and why a certain phenomenon occurs. In doing so, they used focus groups. Since
the prime goal of an exploratory research is to know the unknown, this research is
unstructured. Focus groups, interviewing key customer groups, experts and even search for
printed or published information are some common techniques.
Descriptive Research:
Descriptive research is carried out to describe a phenomenon or market characteristic.
Generally, descriptive research is carried out only when the researcher understands the
phenomena or behavioral characteristics.
Causative Research:
Causative research is done to establish a cause and effective relationship. Here the researcher
may like to see the effect of rising income and changing life style on consumption of select
products. In a causative research, unlike exploratory or descriptive, hypotheses are tested.
Hypothesis is a statement of predicted outcomes of the research. In building up a hypothesis,
it is important that the researcher understands the phenomena thoroughly, or a body of
research that exists on the subject matter
Descriptive research studies are those study which are concerned with describing the
character. It is move valuable because researcher has no control over the variables what has
happened or what is happening is considered so it is very accurate so we can say it is more
valuable.
In this study, for practical reasons, a descriptive approach would be used, considering the
proposed study would embrace the above characteristics of a descriptive study.
Types of Research
In a research when we talk of research methodology, we not only take Research methodology,
but also considered the logic behind the method we used in the contest of our research study
and explain why we are using a particular method. This way we can be stated as under.
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1.
2.
3.
4.
In a method particular research problem involve usually the consideration of the followings
means of obtaining the information
Explanation of the way in which related means of obtaining information will be organized
and the reasoning leading to the selection Investing the reasons for human behavior i.e.
people thinks or do certain thinks so we comes for quantitative reaches
Types of research are generally classified into two methodologies, qualitative and
quantitative. Malhotra (2004) defines qualitative research as An unstructured, exploratory
research methodology based on small samples that provides insights and understanding of the
problem setting and quantitative research as a research methodology that seeks to
Quantify the data and, typically applies some form of statistical analysis. There are merits
and demerits of both methodologies (illustrated in following Table4.1).
Table 5.1 QUALITATIVE VERSUS QUANTITATIVE RESEARCH
Qualitative Research
Quantitative Research
qualitative
- Donald Campbell
Aim
data.
complete,
detailed
description.
- Fred Kerlinger
The
is
to
classify
statistical
models in an attempt to
explain what is observed.
Researcher
Recommended
Initially
of research
process
Design
Lastphases
of
research
projects.
of dissertation.
gathering instrument.
such as questionnaires or
equipment
to
collect
numerical data.
words,
pictures
or
objects.
Subjective - individuals
interpretation of events
participant observation,
hypotheses,
generalized.
Researcher
become
tends
to
subjectively
but
Researcher
tends
remain
objectively
separated
matter.
subject matter.
may
from
to
the
Descriptive research studies are those study which are concerned with describing the
character. It is move valuable because researcher has no control over the variables what has
happened or what is happening is considered so it is very accurate so we can say it is more
valuable.
. In a research when we talk of research methodology, we not only take Research
methodology, but also considered the logic behind the method we used in the contest of ou
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